Warranty Policy

Scope

This policy applies to the sale and use of Orven-branded products in Türkiye. The warranty certificate and the user manual supplied with the product form an integral part of this policy.

• Portable power stations, LFP batteries and Stack modules, All-in-One ESS systems, portable solar panels and accessories fall within this policy.
• The warranty is granted to the consumer who first purchases the product. If the product is transferred, the remaining warranty period continues with the new owner, provided the proof of purchase is presented.
• In commercial sales through dealer, EPC or project channels, the terms of the agreement between the parties apply first.
• Warranty service is provided within the borders of Türkiye. For products taken abroad, shipping, customs and tax costs are borne by the customer.

Warranty Periods

The warranty period starts on the date the product is delivered; unless the delivery date is documented separately, the date on the invoice applies. The statutory warranty period is 2 years. For portable power stations and Stack modules, registering the product adds a free 1-year additional warranty, bringing the total to 3 years. LFP batteries, solar panels and accessories are covered only by the 2-year statutory warranty. Where proof of purchase cannot be presented, the production date in the product serial number is taken as the basis.

Repair or part replacement does not extend the total warranty period; the product’s remaining warranty period applies to the replaced part. If the product is replaced with a defect-free equivalent, the warranty period for the new product starts afresh.

The warranty period is extended by the time the product spends in repair.

Free Additional Warranty Through Product Registration

The free 1-year additional warranty granted through product registration applies only to portable power stations and Stack modules. For these products, registering your product adds a free 1-year additional warranty to the 2-year statutory warranty, bringing the total to 3 years. No fee is charged for registration. LFP batteries, solar panels and accessories are not eligible for the additional warranty; they are covered only by the 2-year statutory warranty.

• Registration is done in the Orven app or, on the website, from the My Devices page in your account by entering the product serial number.
• During registration you will be asked for the product serial number, the purchase date and proof-of-purchase details.
• The free 1-year additional warranty is added to the total warranty period calculated from the delivery date; it does not start separately after the statutory warranty period ends.
• If no registration is made, the 2-year statutory warranty applies. The minimum warranty period required by law is preserved in all cases.
• The free additional warranty is subject to the same scope and exclusions as the statutory warranty; it does not create a new right or widen coverage.
• You can check your registration and remaining warranty period from the lookup area on the Warranty Certificate page.

There is no deadline for product registration; you can register at any time during the warranty period. Once registration is complete, the free 1-year additional warranty is added to the total warranty period calculated from the delivery date.

What the Warranty Covers

The following situations arising under normal conditions of use during the warranty period are covered.

• Faults caused by manufacturing, material or workmanship defects.
• The product failing to meet, in normal use, the technical specifications stated in the user manual.
• Manufacturing-related faults in the battery management system (BMS), inverter board, charging circuit and power electronics components.
• Manufacturing defects in the original cables, adapters and connectors supplied with the product.

For covered faults, repair, part replacement or product replacement is carried out free of charge; no labour cost, replaced-part cost or any other fee is charged.

What the Warranty Does Not Cover

Faults and damage arising from the following are outside the scope of the warranty.

• Use contrary to the user manual, incorrect installation, reverse polarity or non-standard electrical connection.
• Physical damage such as dropping, impact, crushing, liquid contact, moisture and corrosion.
• External causes such as fire, flood, earthquake, lightning, overvoltage and grid fluctuation.
• Opening, repair, part replacement, enclosure tampering or software modification carried out by unauthorised persons.
• Faults arising from the use of third-party batteries, inverters, cables or charging units not approved by Orven.
• Normal wear and tear; cosmetic scratches, paint fading, label wear and consumable parts (fuses, seals, filters, etc.).
• Battery capacity decline over time — see the “Battery Capacity and Expected Service Life” section below.
• Operating the product outside the recommended temperature, humidity or altitude range, or leaving it fully discharged for long periods.
• The serial number or warranty label having been removed, erased or rendered illegible.
• Proof of purchase not being presented and the sale not being verifiable by serial number either.

Battery Capacity and Expected Service Life

The declared service life for Orven battery and energy storage products is 10 years. A decline in capacity over time, depending on the duration and conditions of use, is not a fault but the natural behaviour of the cell chemistry.

• A decline in capacity is not on its own considered a fault under the warranty.
• Warranty assessment is based on the declared 10-year service life.
• Continuous full charge/full discharge cycling, operation at high temperatures and leaving the product idle for long periods accelerate capacity loss.
• No specific remaining capacity ratio is guaranteed. Assessment is carried out by Orven authorised service on the basis of the declared 10-year service life.

Warranty Conditions

To benefit from the warranty, the following conditions must be met together.

• The fault having arisen within the warranty period and being within scope.
• Presentation of the proof of purchase (invoice or receipt) and, where required, the warranty certificate.
• The product serial number being legible.
• The intervention having been carried out by Orven or Orven authorised service.
• For fixed systems or systems mounted in a distribution board, the installation having been carried out by qualified persons and in line with regulations.

How to Claim

Warranty claims are handled through the following steps.

1. Prepare your information. Product model, serial number, purchase date, an image of the invoice, a description of the fault and, if possible, a photo or video showing the fault.
2. Submit your request. Service Form to create a record, or write to our service e-mail address.
3. A preliminary assessment is made. The technical team reviews the request; some faults can be resolved remotely with guidance. Additional information or tests may be requested.
4. You receive instructions. The appropriate option — sending the product to service, on-site intervention or dispatch of a part — is determined and communicated to you.
5. The work is carried out and the product is delivered. Function and safety tests are applied after repair or replacement, the work is recorded in the service log, and the product is delivered to you.

Keep the service tracking number issued when you apply; it is used in all correspondence about the process.

Repair, Replacement and Timeframes

The following timeframes and rights apply to claims under warranty.

• The product is repaired within 20 business days at the latest from the fault notification. The period starts on the date the product is handed over to service.
• If the repair exceeds 20 business days or the fault cannot be remedied, you may exercise one of the following rights: free repair, replacement with a defect-free equivalent, a price reduction proportionate to the defect, or a refund.
• If the same fault recurs more than twice within the warranty period, or different faults arise more than four times, and this results in the product being continuously unusable, free replacement may be requested.
• The time the product spends in repair is added to the warranty period.
• Where the legislation requires it, a product with similar features is provided for the duration of the repair.

Service Life and Spare Parts

After-sales services are maintained throughout the product’s service life. For battery and energy storage products this period is 10 years; for other product groups the service life is stated in the product documentation.

• Orven is obliged to supply the necessary spare parts throughout the warranty period and the 10-year service life.
• A delay in supplying spare parts does not prevent the consumer from exercising their statutory rights.
• Paid service support is also provided after the service life has ended, as far as technically possible.

For service requests, Orven is your single point of contact. Once your request is received, we determine the appropriate service method for your product and stay in touch with you throughout the process.

Sending to Service and Shipping

If the product needs to be sent to service, the process is as follows.

• The shipping method and courier details are communicated to you after the service record is opened. Please do not send the product without receiving instructions.
• Pack the product in its original box where possible, otherwise in impact-protective packaging, and insulate the battery terminals.
• Lithium batteries are classified as dangerous goods; the courier and shipping method are determined by Orven, and air freight is not used.
• For claims under warranty, the outbound and return shipping cost is borne by Orven.
• If the inspection determines that the fault is outside the warranty, the shipping and inspection cost may be passed on to the customer; this is notified and your approval obtained before any work is carried out.
• Please bear in mind that personal settings, records or app pairings on a product sent to service may be erased.

Limitation of Liability

Save for mandatory provisions of law, the following limitations apply.

• Orven’s obligation under this policy is limited to repair, replacement or refund of the product.
• Indirect losses such as loss of profit, business interruption, data loss or damage to third-party devices are outside the scope.
• The user is responsible for the suitability of the installation, the load or any third-party equipment the product is connected to.
• These limitations do not remove or narrow the consumer’s statutory rights.

Warranty Certificate

The warranty certificate is supplied with the product and is completed and approved by the seller.

• The certificate states the product type, model, serial number, sale date, seller details and warranty period.
• Issuing the certificate and giving it to the consumer is the seller’s obligation.
• The absence of the certificate does not in itself extinguish the warranty right where the sale can be proven by the proof of purchase.
• For online lookup and a printable version, use our Warranty Certificate page.

Your Statutory Rights

The commitments in this policy and the free additional warranty are additional to the consumer’s statutory rights; they do not replace them.

• Your rights of choice under the defective goods provisions are protected by Consumer Protection Law No. 6502.
• In disputes, a solution is sought first through our customer service and service channels.
• For disputes that cannot be resolved, you may apply to the Consumer Arbitration Committees or the Consumer Courts. The monetary threshold for 2026 is TRY 186,000; disputes below this amount fall to the Provincial or District Consumer Arbitration Committees.
• The application is made to the arbitration committee at the consumer’s place of residence or at the place where the consumer transaction took place.

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